Keep losing WiFi / connection to router

[batesonmark]

Hello everyone

Hoping some of you lovely people will be able to help me. We were a customer with Sky and moved to Virgin for the fibre internet and better speeds due to homeworking and kids constantly being on internet-enabled devices.

Joined Virgin in May and been having some intermittent problems with connection or WiFi, not 100% sure.

I am regularly dropping calls whilst working, Xbox is lagging constantly, Netflix is constantly buffering during episodes.

I have regularly done speed tests and they don't show any issues I have also done a BQM which is here but not sure if this really shows any issues.

Any and all suggestions are welcomed!

[batesonmark]

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	410750000	2.7	40	256 qam	31
2	202750000	4.6	40	256 qam	9
3	210750000	4.5	40	256 qam	10
4	218750000	4.4	40	256 qam	11
5	226750000	4.1	40	256 qam	12
6	234750000	4	40	256 qam	13
7	242750000	4	40	256 qam	14
8	250750000	3.9	40	256 qam	15
9	258750000	3.5	40	256 qam	16
10	266750000	3.4	40	256 qam	17
11	274750000	3.2	40	256 qam	18
12	282750000	3	40	256 qam	19
13	290750000	3.2	40	256 qam	20
14	298750000	3.5	40	256 qam	21
15	306750000	3.9	40	256 qam	22
16	314750000	3.7	40	256 qam	23
17	322750000	3.7	40	256 qam	24
18	330750000	3.5	40	256 qam	25
19	370750000	3.4	40	256 qam	26
20	378750000	3.2	40	256 qam	27
21	386750000	3.2	40	256 qam	28
22	394750000	3	40	256 qam	29
23	402750000	3	40	256 qam	30
24	418750000	2.5	40	256 qam	32

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	376	13
2	Locked	40.3	186	0
3	Locked	40.3	206	0
4	Locked	40.3	171	0
5	Locked	40.3	305	0
6	Locked	40.3	235	0
7	Locked	40.3	228	0
8	Locked	40.3	245	0
9	Locked	40.3	253	0
10	Locked	40.3	282	0
11	Locked	40.3	275	0
12	Locked	40.3	307	0
13	Locked	40.3	281	13
14	Locked	40.3	348	0
15	Locked	40.9	205	0
16	Locked	40.3	269	0
17	Locked	40.3	293	0
18	Locked	40.9	326	9
19	Locked	40.9	279	0
20	Locked	40.3	340	0
21	Locked	40.3	276	0
22	Locked	40.9	400	3
23	Locked	40.3	318	0
24	Locked	40.3	267	0

[batesonmark]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	53700000	47.3	5120	64 qam	2
2	39400000	47.3	5120	64 qam	4
3	46200000	47.3	5120	64 qam	3
4	60300000	48.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	10	0
2	ATDMA	0	0	12	0
3	ATDMA	0	0	11	0
4	ATDMA	0	0	9	0

[lotharmat]

Are there any issues showing if you call 0800 561 0061?

A period of no access could be indicative if you didn't turn the hub off!

[batesonmark]

Time Priority Description

17/09/2021 14:00:39	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/09/2021 00:08:49	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 14:00:44	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
16/09/2021 14:00:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
14/09/2021 10:20:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 02:00:44	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/09/2021 02:00:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/09/2021 19:19:21	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 14:00:44	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/09/2021 14:00:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 11:59:12	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 02:00:44	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
06/09/2021 02:00:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 14:09:30	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 14:00:44	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 14:00:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/09/2021 10:21:11	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/08/2021 20:07:46	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 02:00:44	notice	DHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 02:00:44	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[batesonmark]

Just called and there are no issues according to the automated messages.

Yep definitely didn't turn the hub off so can't explain it.

[lotharmat]

OK - a Smattering of PostRS errors and rather too many T3 Timeouts for my liking!

Saying that though - the log isn't showing anything of major concern - And the t3s are cumulative so could be historical

[batesonmark]

I have no idea what any of that means.

From a users perspective, calls are dropping out constantly. Quality of voice and video is dire when doing video calls. Laptop says connected has disconnected although I am still connected to the router.

[jbrennand]

Start from a blank sheet.
___________________

Switch the Hub off and unplug it from the mains supply for five minutes. Whilst it's off, do a quick check that all of your coax cable connections are in nice and "finger" tight - at the Hub and wall box and also at any connectors etc. Ensure there are no “unterminated cable loose ends. Disconnect all the connections and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box (no “staples, etc.,) piercing the cables.. Then switch the Hub back on and leave ~5 minutes

When all done, check back in the settings and ensure that the RS error counts and T3’s have all reset to 0. Then check every hour or so to see if they start reappearing - they shouldn't. If they do (particularly the postRS ones) you have a problem (noise) that only a Tech visit will sort.

[lotharmat]

The T3 timeout happens when the hub fails to make a connection to the CMTS to 'range' or get the best performing channels. If this happens it can lead to all downstream channels being 'dropped' to get a whole new set - This manifests as a disconnection and can be either a 'blip' or a full 5 minute renegotiation.

The PostRS errors are packets of data that are corrupt and cannot be corrected by the Reed-Solomon (hence RS) method.

Due to the nature of DOCSIS networks (good old analogue RF frequencies) you will always get corrupt network packets and hence the need for the RS method to correct them! - SOmetimes it just can't correct it and you get PostRS errors. Too many of these in too short a space of time leads to the same drops and slowdowns.

Basically - your line has probably got interference on it like a radio that isn't quite tuned in so it gets noise and if you can't hear critical information over the noise - you got problems!

Hope this helps - it is my *really* basic understanding of DOCSIS cable networks. Others have much, much more knowledge!

[Jodi_S]

Hi batesonmark,

We just wanted to see how things are going with your disconnection issues.

We can see that you have already been given some amazing advice from our community member @lotharmat already. Has this advice resolved the issues you're currently experiencing?

We have done a quick check from our end for you this morning and there are no issue showing which would be causing these regular dropouts. All power levels are within specification, there are no SNR issue or area faults that are affecting you either which is good news.

Please let us know if you still need further assistance.

Kind regards Jodi.